No. It covers the service desk: tickets, email, client portals, assets, processes and time capture. During early access it does not do contracts, quotes, invoicing or remote monitoring.

Can each client have different response times?

Yes. Set targets for the queue, then override them on a client's organisation page. Clocks run in business hours and skip the public holidays you list.

Do our clients' staff need accounts?

No passwords. People you have added, and colleagues at a client email domain you have recorded, sign in to the portal with an emailed link. Anyone who prefers email can just email.

Can we import from our current helpdesk?

Yes. Tend imports Zendesk and Freshdesk exports and a documented CSV format, with a preview before anything is written. People and assets import from spreadsheets.

US$29 per agent per month, plus GST for Australian customers. Technicians who work tickets count as agents; your clients' staff never do. Every workspace starts with a 14-day free trial, no card required.

For small IT providers

A help desk for small IT providers.

Requests by email and portal, response targets per client, and each client's hardware, software and renewals beside the ticket. Set up by your own team, with no onboarding call.

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A small team looking after everyone's systems

A client's office manager emails at 8:40 to say a new starter needs a laptop and accounts by Monday. A second client reports a printer that will not print, and a third forwards an expiry notice for a domain you had forgotten you look after. Three technicians, a dozen clients, and the details live in heads and inboxes.

The large professional services platforms answer this with contracts, billing engines and integrations, and expect a configuration project to match. Plenty of small providers end up with a shared inbox and a spreadsheet of devices instead, which works until someone is on leave.

Tend sits between the two: a service desk with per-client assets, response targets and onboarding checklists that a small team can set up itself and run without a dedicated administrator.

How a request moves

One onboarding request, start to finish

Sample requestBy portal

SUP-412New starter Monday - laptop and accounts

01
The request arrives
The office manager uses the onboarding form in your portal, or simply emails your support address. It opens as SUP-412 under their organisation, with the form's answers on the request.
02
An owner and a response target
It is assigned, and the client's response and resolution targets start counting in business hours, skipping weekends and the public holidays you list.
03
The client sees progress
Your onboarding checklist runs on the request. The office manager sees its stage and who is handling it from a portal they sign into with an emailed link.
04
Done, and on the register
The new laptop goes onto the client's asset register, linked to the request. Resolve it, and the time it took stays recorded against the client.

Ships today

What IT providers use day to day

Assets per client

Hardware, software, services and stock for each client, assigned to people, with ageing alerts for hardware and renewal alerts for software, domains and subscriptions.

Response targets per client

Queue-wide first response and resolution targets, with tighter ones for clients whose agreement promises them. Clocks follow business hours and your public holidays.

Processes

Onboarding and offboarding checklists that attach to a request type and run the same way every time. Steps can hold the request open until they are done.

Client portal

Passwordless sign-in for your clients' staff. A new starter at a client whose email domain you have recorded can raise a request without you adding them first.

Guides and runbooks

Internal runbooks per client, and portal guides that suggest themselves while a client types a request.

Time capture

Timers on each request, billable flags and rates per client, and a CSV export for the system you bill from.

When Tend is not the right fit

You need remote monitoring, patching or automated alerting. Tend installs nothing on your clients' devices. Alert emails can be forwarded in, but it is not a monitoring tool.
You bill from your service desk: contracts, invoicing and payment collection. During early access Tend records time and costs for export only.
Your stack depends on a public API or integrations built on one, or your technicians need single sign-on today. Neither is part of early access.
You want to design your own ticket workflow. Tend's lifecycle is deliberately fixed (open, in progress, waiting, resolved) and there is no workflow editor.

Good to know

Questions, answered.

Is Tend a PSA?: No. It covers the service desk: tickets, email, client portals, assets, processes and time capture. During early access it does not do contracts, quotes, invoicing or remote monitoring.
Can each client have different response times?: Yes. Set targets for the queue, then override them on a client's organisation page. Clocks run in business hours and skip the public holidays you list.
Do our clients' staff need accounts?: No passwords. People you have added, and colleagues at a client email domain you have recorded, sign in to the portal with an emailed link. Anyone who prefers email can just email.
Can we import from our current helpdesk?: Yes. Tend imports Zendesk and Freshdesk exports and a documented CSV format, with a preview before anything is written. People and assets import from spreadsheets.
What does it cost?: US$29 per agent per month, plus GST for Australian customers. Technicians who work tickets count as agents; your clients' staff never do. Every workspace starts with a 14-day free trial, no card required.

Connecting your email takes a forwarding rule. Step-by-step guides: Gmail and Google Workspace · Microsoft 365 and Outlook. See also pricing and how your data is handled.

Early access

Your first ticket.

Start your own workspace, try a request and connect your email. No setup call. No card required.